Library Service Delivery Lead

Public Service Division; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

The National Library Board (NLB) in Singapore seeks a results-driven professional to enhance service delivery and leverage data insights to improve community experiences. You will work across divisions to implement policy, manage initiatives and drive improvements in library services.

You will analyse customer feedback, track KPIs, and collaborate with internal teams and vendors to ensure timely, on-budget delivery. A strong service mindset and communication skills are essential.

Qualifications

• Preferably 3–5 years of relevant service delivery experience.
• Strategic transdisciplinary thinking and problem-solving.
• Ability to work independently and effectively across divisions.
• Ability to analyse customer behaviour, feedback data and derive insights.
• Experience in driving communication strategies is an advantage.

Responsibilities

• Collect, analyse and interpret data to derive actionable insights, identify growth opportunities, optimise performance to support planning and improve service delivery experience.
• Develop, implement and oversee service delivery and community engagement initiatives including service policy, prioritisation of service offerings, manage project timelines with internal stakeholders and vendor management to ensure deliverables are achieved on-time and on-budget.
• Analyse both internal and external feedback and embrace problems as opportunities, facilitate interactions to clarify problems and actively monitor outputs to contribute to service excellence.
• Analyse KPIs and metrics, provide insights and identify areas for systemic improvements and take the lead in service enhancement initiatives.
• Collaborate with cross-functional teams to ensure seamless execution of service initiatives.
• Foster a culture of customer-centricity, continuous improvement and operational excellence.

Skills

Service delivery

Strategic thinking

Cross-divisional work

Data analytics

Communication skills

Job description

The National Library Board (NLB) in Singapore seeks a results-driven professional to enhance service delivery and leverage data insights to improve community experiences. You will work across divisions to implement policy, manage initiatives and drive improvements in library services.

You will analyse customer feedback, track KPIs, and collaborate with internal teams and vendors to ensure timely, on-budget delivery. A strong service mindset and communication skills are essential.